Avoiding the pitfalls of Robotic Process Automation

Organisations are poised for a revolution in the back office – emerging technologies like Robotic Process Automation (RPA) open up the potential for exponential gains. RPA is set to see processes carried out faster, with fewer errors, 24/7 – after all...

Empathy and organisational change

In seeking to transform our organisations, one of the biggest challenges we face is changing human behaviours, and the organisational cultures that shape them. This post looks at the role empathy and empathic design can play in creating the systematic change required...

Rethinking the role of your digital team

In our most recent research, many CIOs and CDOs complained that their digital strategy has only affected the edge of the business. Digging into this, we see that one of the biggest root causes is the siloed digital team. Originally separated from the business to...

The Role Of Empathy In CX And On Teams

It’s no wonder that empathy is a hot topic in CX circles today. When we interact with ’empathetic design’, we experience the surprise and delight that keeps us coming back – and spending more. Think of the first time that you held a Kindle (my entire...

The Automotive Tortoise versus the Hare

The automotive sector is a fascinating place to work right now thanks to the rapid acceleration towards electric vehicles and autonomous driving. The changes we are seeing will not just transform a major product category and an industry, but also, just as the...